Requests versus incidents, and finding problems
Lesson 3 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 5
- Signed for by a person
- 0
Partly checked. None of the 5 questions here has been read against the cited source by a person. 5 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- An organisation logs service requests as low-priority incidents so that everything sits in one queue. What is the strongest ITIL-based objection to this? machine-checked
- Which of the following would NOT normally be handled through the service request management practice? machine-checked
- A problem management team is asked how problems come to be identified in the first place. Which answer best reflects the practice as ITIL describes it? machine-checked
- An analyst reviews several months of incident records and notices a repeating pattern of similar failures that had each been resolved individually. Which phase of problem management is this activity part of? machine-checked
- What is a known error? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Requests versus incidents, and finding problems
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems — you are here
- Workarounds, known errors and problem control
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is
- Service desk channels and user experience
- Service level agreements and honest targets
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain